Wanamaker worked at Field’s store for more than 20 years, and during that time he lived and breathed— and adopted—the ideologies by Marshall Field on customer services.
It doesn’t matter whether you have a traditional or an eCommerce store, the above holds true. What this means in real terms is that no matter what your business model is, you need to adopt a customercentric approach. It’s simple:
Strong customer-centric strategy = Great customer experience
In fact, 80% of customers now view customer experience as being of equal importance to the products the company sells.1 With the importance of customer retention, it’s also worth noting that 91% of customers are likely to make repeat purchases with a company that provides positive experiences. When it comes to ROI and profitability, customer-centric companies are 60% more profitable than companies that don’t focus on that all-important customer experience.
These numbers clearly show that customer-centric approaches work, but how can you transform your business to put customers at the center of everything? How can you make your employees more productive and your customers happier?
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